Does the DoorDash customer rating matter? This is a question you might be asking yourself if you’ve started working as a Dasher on DoorDash.
The short answer is, yes your DoorDash customer rating does matter. To be clear, what I’m referring to is your customer rating, which is the rating you receive from customers who rate your delivery performance. If your DoorDash customer rating gets too low, then you risk deactivation.
There are other metrics that DoorDash looks at too. Some of these metrics do matter. Some don’t. I’ll go into some detail about these other metrics later in this post.
So, with that said, let’s look at the DoorDash customer rating, how it works, and what you can do to keep it high enough so you don’t risk deactivation.
What Is The DoorDash Customer Rating?
The DoorDash customer rating is a rating system that DoorDash uses to measure your delivery performance. Customers rate Dashers between 1 and 5 stars. The rating is created by using the average of your last 100 customer ratings. Here’s what it looks like in the app:
You can get a further breakdown of your customer rating in the Dasher app. If you click on customer rating, you’ll be able to see the last 100 ratings you’ve received.
In addition to the star rating, customers can also give you a thumbs up or thumbs down in four metrics. These include communication, whether you followed delivery instructions, order handling, and friendliness. These metrics do not directly impact your star rating, but you can assume that if someone is giving you a bad rating, they’re probably going to give you a thumbs down in one of these metrics too.
It’s important to remember that not everyone rates their delivery. This means the last 100 customer ratings you receive will not be the same as the last 100 deliveries you completed. If I had to guess, I’d estimate that less than 5% of DoorDash customers rate their delivery. Most people just get their order and never leave a rating.
Does The DoorDash Customer Rating Matter?
Your rating matters for two reasons. The first and most important reason to maintain a high rating is that if your rating gets too low, you can be deactivated. DoorDash states that if your customer rating falls below 4.2, you are eligible for deactivation.
This doesn’t mean you’re automatically deactivated if you fall below 4.2. DoorDash uses vague language that you may be subject to deactivation if you fall below 4.2. To avoid this issue, I recommend doing your best to keep your rating well above 4.2 stars.
You don’t need to have a perfect 5.0 customer rating though. I generally keep my rating around 4.9 without having to do anything beyond completing my deliveries relatively quickly. If you can keep your customer rating above 4.5, you’re probably in good shape. You’re always going to get some bad ratings from disgruntled customers, so you want to keep a buffer when it comes to your DoorDash customer rating.
The second reason your customer rating matters is if you want to get Top Dasher status. If you have Top Dasher status, you can dash anytime, even if the zone you want to dash in is full.
Personally, I don’t think Top Dasher status is worth getting. To get Top Dasher status, you also have to maintain a high acceptance rate, which means you’ll have to accept orders that are unprofitable or not worth doing.
So, the main reason to keep your customer rating high is to avoid deactivation and to give yourself a buffer so that when you get a few bad ratings, it won’t hurt your DoorDash customer rating too much.
How To Keep Your DoorDash Customer Rating High
If you want to keep your DoorDash customer rating high, you can follow some of these tips. They’re pretty obvious, but you’d be surprised how many times people neglect to do these things.
Deliver Orders Quickly. This goes without saying. People want their orders fast. If you deliver them quickly, you’re likely to get better customer ratings.
Try To Make Sure Orders Are Accurate. Customers get mad when their orders are not accurate. Sometimes, orders are already packed and sealed, so you’re at the mercy of the restaurant making sure the order is correct. There’s not much you can do there, unfortunately. The part you can control is making sure the drinks that the customer ordered are included because restaurants often forget to include drinks with the order. I can’t tell you how many times I’ve ordered food using DoorDash or Uber Eats and found that the delivery person didn’t get my drink. When you pick up an order, quickly check to see if there are drinks in the order before you leave.
Follow Delivery Instructions. Unfortunately, some customers are more annoying or lazy than others. If a customer tells you to bring their order up to their apartment, you should do it or else you risk getting a bad customer rating. The few bad ratings I’ve ever received were because I didn’t want to go into an apartment building and instead I left the food at the front door or in the lobby.
Keep Orders In Good Condition. You’d be surprised how often dashers deliver food in bad condition. Do your best to avoid spilling the order. Don’t hold pizza boxes sideways! Try to get the food to the customer the same way it was packed by the restaurant.
Other DoorDash Ratings And Whether They Matter
There are a few other DoorDash ratings to track. These include the following: (1) acceptance rate, (2) completion rate, and (3) on-time or early percentage rate.
Acceptance rate does not matter. The acceptance rate refers to the orders that are sent to you that you accept. You are an independent contractor if you’re a Dasher, so you have the right to accept or reject any orders you want. My acceptance rate rarely gets above 30% because I am picky about which orders I do. Because acceptance rate doesn’t matter, I do not worry about it.
Completion rate DOES matter. The completion rate is the percentage of the last 100 orders you’ve accepted that you’ve completed. Sometimes, you might accept an order, then cancel it instead of doing the order. It’s okay to do this a few times, but if you do it too much, you risk deactivation. DoorDash states that if your completion rate falls below 80%, you risk deactivation. I try to keep my completion rate around 90%.
On time or early rate refers to the percentage of orders you deliver within the time frame that DoorDash provides. This rating doesn’t matter. Indeed, it doesn’t ever seem to change for me. You still want to complete your deliveries quickly to keep your customer rating up, but don’t worry about this metric.
In conclusion, your DoorDash customer rating does matter. Keep your customer rating above 4.2 so that you don’t risk deactivation. If you deliver orders in a timely manner, do your best to make sure orders are accurate, and follow directions provided to you, you shouldn’t have any problem keeping your customer rating up.